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Technical Specialist Support - Cambridge, United Kingdom - WTW

WTW

Verified Company

Cambridge, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Technical Specialist Support

Cambridge, GB

December 01, 2023

You will be joining Insurance Consulting and Technology (ICT) at an exciting time of transformation as we

work on improving the delivery of value for customers and the business.

You will utilise your advanced problem solving and support skills, to identify and provide resolutions to a diverse range of complex technical problems for our wide range of international clients.

You will also identify, record, and work with teams to proactively revise current procedures and tools to improve overall customer satisfaction.

Collaboration with engineering and other technical teams will be key, to not only increase your knowledge but be able to provide the best resolutions to our clients.

This role is open to flexible and hybrid working arrangements, with presence in the Cambridge office required on average two days per week.

The Role

Provide high quality complex technical support to our clients and also internal colleagues
Using your judgment, creativity, and sound technical knowledge to obtain and recommend

resolutions to issues

Identifying, documenting, and reporting supportability, reliability, and maintenance issues
Escalating customer issues to engineering teams as necessary and ensuring fixes and solutions are

delivered to customers in a timely manner

Act as a Subject Matter Expert for at least one product or service
Engage in problem management activities for products and services that you are an SME for,

taking the time and looking for opportunities to move support closer to, and make it more

accessible to, the client

Participate in our oncall rotation to provide support for critical issues

The essential skills/experience for this position are:

Experienced senior technical support analyst
Familiar with supporting complex and/or bespoke software solutions
Comfortable with supporting clients both in onprem and SaaS environments
Gold standard client facing skills, passionate about delivering great support
An understanding of both onprem technical landscapes as well as cloudbased technologies;
Microsoft Azure, Active Directory, networking fundamentals
Able to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)
Great organisational skills and a selfstarter
Experience using ITSM tools
Strong interpersonal skills, with the ability to work effectively with many stakeholders
Solid verbal and written communication skills, and the ability to present technical information clearly and concisely

Other highly desirable, but not essential skills are: